Findojobs South Africa | Process Analyst - Call Centre - Contract | Gauteng

Our Client, a Global Tech firm, is seeking a Process Analyst Call Centre to join their team in Pretoria Menlyn on a contract basis. They offer stability, growth, attractive rates, and a great working environment.
Responsibilities Monitoring Calls: Analysts listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service.Assessing Agent Performance: They evaluate agents' interactions with customers, providing feedback and coaching to improve process and communication.Assessing Technology and Skills within Team: Implement new technologies/tools or new ways of work to streamline processes and improve the quality of customer interactions.Competitor Analysis: Analysts compare the call center's performance with competitors to identify strengths and weaknesses.Designing Evaluation Programs: They develop metrics and programs to assess and improve agent performance and customer service quality.Technical Skills Analytical Skills: Ability to analyze data and identify trends to improve processes and performance.Technical Proficiency: Familiarity with call center software like Office 365 and Excel for data management and reporting.Communication Skills: Strong verbal and written communication skills to provide clear feedback and training to agents.Problem-Solving: Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.Attention to Detail: Ensuring accuracy in data analysis and reporting to maintain high standards of quality.Customer Service Orientation: Understanding customer needs and ensuring the call center meets or exceeds customer expectations.Project Management: Managing multiple projects and initiatives to improve call center processes and performance.Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call center operations.
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